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Care Opinion

System doesn't work

Story from nhs.uk

"System doesn't work "

About: Holmcroft

Being trying to see my Dr for 4 weeks now,

Phoned at 8am I get through at 9.30 to be told by reception that appointments have all gone and if I need an appointment to phone at 8am,

Phoned again at 8am got through at 9am call was answered, I was asked my DoB I told her then she put me back in the queue music played again I got answered at 9.30 I got through asked my DOB I told her once again then got put back in queue to be told I was caller number 7 I hung up very frustrated,

Another time Phoned at 8 got through at 8 got answered at 9.30am to be told all appointments have gone now,

Seriously thinking of going to another's Dr which is a shame because I have only been with this practice all my life ,

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Responses

Response from Holmcroft 4 days ago
Holmcroft

Submitted on 14/05/2024 at 13:44
Published on nhs.uk at 13:45

Good afternoon,

Firstly I would like to thank you for taking the time to leave feedback on your recent experience, I do apologise that this wasn't a positive one however.

We understand that at peak times such as between 8am and 10am, our telephone lines are very busy and it can take a while to get through which can be very frustrating. To help with this we have introduced an online system called PATCHS which enables patients to log on and complete a form online to either request medication or to obtain an appointment with a clinician. You can register for this service by clicking on the link through our website. We have also recently introduced a telephone call back system which keeps the patient's place in the queue but means the patient doesn't have to wait on the telephones, the patient can put the telephone down and the Practice will call you back. We are constantly looking at ways to improve patient access as we are aware that this is a challenge across the whole of the NHS and feedback such as your really does help us with this, so thank you again.

If you would like to discuss your concerns further, please do not hesitate to contact the practice and we will be happy to discuss this further, go through our PATCHS system or explain how our call back system.

With kind regards, Diane Salmons, Operations Manager at Holmcroft Surgery.

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